Senior Hybrid Customer Support Coordinator

Johnson Johnson; Raynham (MA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Johnson & Johnson is seeking a Sr Coordinator Customer Support Services in a hybrid role spanning Raynham, MA and Raritan, NJ. The role focuses on order management, delivering superior customer service, and supporting business growth through strong internal/external partnerships.

The position emphasizes handling escalations, providing frontline service, and coordinating with distribution and transportation teams to optimize costs and service.

Responsibilities

• Process specialized and complex orders as assigned, including coordinating product shipment and delivery with distribution center and transportation teams.
• Support team members with customer escalations and lead root-cause analyses when needed.
• Provide formal helpline support to associates by responding to requests and escalating issues to the Quality and Training team.
• Collaborate cross-functionally to investigate, research, and resolve escalations with key stakeholders.
• Resolve customer discrepancies related to data integrity, shipping issues, returns, disputes, trade pricing, and promotional management.
• Provide coverage during operational customer service hours.
• Provide after-hours support coverage for Customer Support Services as needed.
• Initiate the returned-goods process, issue call tags, and partner with the appropriate returns team to resolve customer concerns.
• Recommend and lead continuous improvement initiatives while continuously

Job description

Johnson & Johnson is seeking a Sr Coordinator Customer Support Services in a hybrid role spanning Raynham, MA and Raritan, NJ. The role focuses on order management, delivering superior customer service, and supporting business growth through strong internal/external partnerships.

The position emphasizes handling escalations, providing frontline service, and coordinating with distribution and transportation teams to optimize costs and service.